Senior Voice Engineer - Teams

RESPONSIBILITIES:
Kforce has a client in Irving, TX that is seeking a Senior Voice Engineer with expertise in Microsoft Teams Voice and Unified Communications to support the design, implementation, and management of enterprise voice infrastructure. This role will maintain and optimize Teams Phone, Direct Routing, and related voice services to ensure a seamless communication experience across the organization.

Key Responsibilities:
* Troubleshoot and resolve issues involving Microsoft Teams Phone, Direct Routing, Operator Connect, and unified communications services
* Provide Tier 2/3 support for the Teams Voice environment and supporting infrastructure
* Investigate incidents, perform root-cause analysis, and document resolutions within the ticketing system
* Partner with carriers, Microsoft, and third-party vendors to maintain voice service availability and performance
* Escalate complex issues as needed to ensure timely resolution
* Support voice, video, and collaboration services, including SIP signaling, call quality, network connectivity, and media traffic
* Configure and maintain dial plans, voice routing, voice policies, auto attendants, call queues, and Teams integrations
* Design and support Direct Routing, SIP trunking, and carrier connectivity solutions
* Lead or assist with migrations from legacy telephony platforms to Microsoft Teams Phone
* Implement approved changes, upgrades, patches, and maintenance activities with minimal business disruption
* Create and maintain technical documentation, operational procedures, and knowledge base articles
* Monitor system health, call quality, capacity, and performance trends, recommending improvements as needed
* Participate in incident management and continuous service improvement initiatives
* Perform other duties as assigned

REQUIREMENTS:
* 5+ years of experience managing enterprise systems (Cisco, MS Teams) is preferred
* Active listening and analysis skills to identify issues or problems
* Research skills and creativity to identify a solution to the issue or problem
* Ability to communicate resolutions in a simple, easy to understand manner
* Verbal and written experience - via phone, email, chat, etc.
* Must be able to clearly communicate instructions and current tasks
* Must be able to describe technical items to non-technical users
* Ability to help a team member or customer real-time while performing other tasks
* Knowledge and understanding of common VoIP protocols (e.g., SIP, H323, MGoogle Cloud Platform, RTP, etc.)
* Strong knowledge/experience on Cisco CUCM, Finesse, MS Teams voice services
* Self-motivated professional with strong analytical, organizational, and communication skills who thrives in a fast-paced environment and collaborates effectively across teams
* Convenience Retail, Fuel Operations, Supply Chain experience preferred

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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